Anup Chandran
Summary
Dynamic IT professional with 16+ years of experience in ITSM and ServiceNow implementations, including over 5 years as an Agile practitioner and Scrum Master. Proven expertise in driving agile transformations, optimizing Service Catalog, Request Management, and delivering integrated CSM solution. Adept at translating complex business requirements into high-impact, actionable solutions while leading cross-functional teams, fostering continuous improvement, and aligning IT services with strategic business goals.
Overview
17
17
years of professional experience
5
5
Certification
Work History
Technical Consultant / ServiceNow Project Manager & Scrum Master
IGT Solutions Pvt Ltd
01.2023 - 08.2024
- Agile Leadership: Acted as Scrum Master for Application Support and Maintenance projects; facilitated daily stand-ups, sprint planning, retrospectives, and backlog grooming
- ServiceNow Delivery: Managed end-to-end ServiceNow projects, overseeing scoping, resource allocation, and timelines to ensure high-quality, on-time delivery
- Service Catalog Optimization: Spearheaded enhancements to the Service Catalog, achieving a 20% improvement in service request fulfillment times
- CSM & HRSD Implementation: Collaborated with stakeholders to design and implement ServiceNow Customer Service Management (CSM) and HR Service Delivery (HRSD) modules, streamlining case management and enhancing employee self-service capabilities
- Stakeholder Collaboration: Served as the strategic liaison between business stakeholders and technical teams, ensuring agile practices and best-in-class ITSM solutions
Senior Business Analyst & Agile Practitioner
EY
02.2020 - 01.2023
- Agile Transformation: Championed agile adoption within ServiceNow implementations; incorporated Scrum practices to improve team collaboration and project delivery
- ServiceNow Implementation: Led the end-to-end development and optimization of the Service Catalog module, reducing service delivery times by 25%
- Requirements & Process Improvement: Gathered detailed business requirements, created user stories, and translated them into actionable specifications for technical teams
- CSM/HRSD Support: Assisted in configuring ServiceNow CSM and HRSD modules to improve customer case management and employee support services
- Change Management & Training: Developed training materials and conducted workshops to support agile adoption and process improvements across teams
ITSM Consultant & Agile Team Contributor
Hinduja Tech Limited
10.2017 - 01.2020
- Process & Agile Integration: Designed and implemented ITSM processes (Incident, Change, and Request Management) while embedding agile principles for iterative improvement
- Service Catalog & ITOM Support: Collaborated with ITOM teams on ServiceNow Discovery and Service Mapping initiatives, ensuring agile workflows and data integrity
- Cross-Functional Collaboration: Contributed to agile initiatives by facilitating process reviews and feedback sessions that reduced manual interventions by 20%
Senior Business Analyst (Request Fulfilment Process)
EY
09.2016 - 10.2017
- Business Analysis & Agile Facilitation: Led requirements gathering and process re-engineering for Request Fulfillment, applying agile methodologies to streamline workflows
- UAT & Training: Coordinated user acceptance testing and conducted training sessions, ensuring smooth transitions to improved, agile-driven processes
Consultant – ITSM & Agile Solutions
Hinduja Tech Limited
02.2014 - 09.2016
- Service Management Consulting: Delivered consulting services to implement and optimize ITSM processes in ServiceNow, integrating agile practices into Service Catalog and Request Management
- Incident & Change Management: Developed frameworks and automated workflows that improved incident resolution and change management efficiency, supported by agile feedback loops
- Stakeholder Management: Collaborated with clients to align technical solutions with business objectives using agile principles
ITIL Process Consultant
Wipro Technologies
12.2007 - 02.2014
- Process Optimization: Conducted detailed assessments and implemented ITSM improvements, incorporating agile methodologies to drive service performance and customer satisfaction
- Training & Documentation: Led workshops on ITIL and agile best practices, ensuring teams embraced continuous improvement and process excellence
Education
B.E. - Electronics and Communication
Skills
- Agile Methodology Oversight
- Requirements Gathering Proficiency
- ServiceNow ITSM Proficiency
- ServiceNow CSM Proficiency
- Stakeholder Communication
- Process Optimization
- Continuous Improvement & Metrics Analysis
Certification
- Certified System Administrator (CSA)
- Certified Scrum Master (CSM)
- Certified Scrum Product Owner (CSPO)
- Certified SAFe POPM
- Certified Business Analyst (CBAC)
- ITIL 4
Core Competencies
Over 5 years of experience as a Scrum Master, adept at facilitating agile ceremonies (daily stand-ups, sprint planning, retrospectives, backlog grooming) and coaching teams to embrace agile practices. Proven ability to drive agile transformations, improve team productivity, and ensure the delivery of high-quality, incremental product releases., Expertise in eliciting, documenting, and refining complex business requirements through stakeholder interviews, workshops, and process mapping. Skilled at translating business needs into actionable user stories and detailed functional specifications that align IT solutions with strategic objectives., Deep knowledge of ServiceNow modules including Service Catalog, Incident, Change, and Request Management. Proficient in designing, configuring, and optimizing workflows to enhance service delivery, streamline request fulfillment, and improve user satisfaction across diverse industries., Experience in designing and implementing ServiceNow Customer Service Management (CSM) and Human Resources Service Delivery (HRSD) modules. Proven ability to streamline case management processes and enhance employee self-service capabilities through integrated, agile-driven solutions., Adept at analyzing existing processes to identify inefficiencies and re-engineering workflows for improved performance. Experienced in establishing robust governance frameworks and ensuring adherence to ITIL best practices, leading to measurable enhancements in service performance and operational efficiency., Strong communicator with a proven track record of bridging the gap between technical teams and business stakeholders. Skilled in managing expectations, facilitating cross-functional collaboration, and delivering clear, concise updates to ensure alignment on project goals and deliverables., Demonstrated success in leading diverse project teams, managing resource allocation, and mitigating risks to deliver projects on time and within budget. Experienced in orchestrating multi-disciplinary initiatives and fostering an environment of collaboration to achieve organizational objectives., Expertise in developing and executing change management strategies, including the creation of training programs, user documentation, and workshops. Effectively supports smooth transitions during process changes, technology adoptions, and agile transformations, ensuring high user adoption and minimal service disruption., Proficient in agile project management tools such as Jira, Confluence, and Trello, alongside ServiceNow for ITSM solutions. These tools are leveraged to promote transparency, collaboration, and efficiency across teams., Focused on data-driven decision-making by monitoring key performance metrics (e.g., velocity, burndown charts) and implementing iterative improvements. Dedicated to fostering a culture of continuous improvement to enhance team productivity and service delivery quality.
Timeline
Technical Consultant / ServiceNow Project Manager & Scrum Master
IGT Solutions Pvt Ltd
01.2023 - 08.2024
Senior Business Analyst & Agile Practitioner
EY
02.2020 - 01.2023
ITSM Consultant & Agile Team Contributor
Hinduja Tech Limited
10.2017 - 01.2020
Senior Business Analyst (Request Fulfilment Process)
EY
09.2016 - 10.2017
Consultant – ITSM & Agile Solutions
Hinduja Tech Limited
02.2014 - 09.2016
ITIL Process Consultant
Wipro Technologies
12.2007 - 02.2014
B.E. - Electronics and Communication
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